Frequently Asked Questions
- Who helps me if there is a power outage?
- Okay, my bill can’t be right! Now what?
- What if my bill isn’t right because my meter isn’t working correctly?
- Can I read my own meter?
- What’s all this fuss about cramming?
- What’s all this talk about slamming?
- How do I cancel my Terms of Service agreement with Texas Power?
- What if I can’t pay my bill?
- Will you terminate my service if I don’t pay my bill?
- What if someone living in my home must have electricity for the sake of their health or life?
- Will Texas Power give my name or private information to other companies?
- Who helps me if there is a power outage?
- Listed below is your Local Distribution Utility. Contact them
immediately in the event of a power outage:
- Oncor:
888.313.6862 - Centerpoint:
800.332.7143 - AEP (CP&L):
866.223.8508 - TNMP:
888.866.7456
- Oncor:
- Okay, my bill can’t be right! Now what?
- Yes, we are human and SOMETIMES we might even make a mistake!
If you feel your bill might have a mistake on it, please contact
us immediately. We will promptly investigate your bill
and review it with you making any necessary corrections immediately
upon finding an error. If we do not review and / or correct
your bill to your satisfaction you are entitled to file a complaint
with the PUCT. You can reach the PUCT at:
Public Utility Commission of Texas
Customer Protection Division
PO Box 13326
Austin, Texas 78711-3326
888.782.8477
512.936.7120
512.936.7003 fax
email: customer@puc.state.tx.us
website: www.puc.state.tx.us
TTY 512.936.7136Be sure to include your name, address, telephone number, the name of your Retail Electric Provider and your account number with that Retail Electric Provider, the nature of your complaint and copies of your disputed bill and your contract. The PUCT will investigate your complaint and will contact you directly with the results of their review.
- What if my bill isn’t right because my meter isn’t working correctly?
- We will be happy to assist you in having your meter inspected as quickly as possible. Please contact us and we will take care of the rest!
- Can I read my own meter?
- Yes, actually, you can read your own meter! Contact Texas Power and we will provide you with instructions for reading your meter. However, your meter reading will not be used for our billing, but it can help you to verify our billing and it will also assist you in monitoring your energy use.
- What is cramming?
- Cramming is the term used for adding charges to your electric bill for services other than your electricity without your permission. If you see any charges on your bill that you don’t understand please contact us immediately at 1.866.SHINE ON (1.866.744.6366) or email us at shineon@texaspoweronline.com. We will be happy to review every charge on your bill and resolve any charge that isn’t appropriate.
- What is all this talk about slamming?
- Slamming is the term used for switching your electric service without your permission. This is AGAINST THE LAW!! If you feel your service has been switched without your authorization, call the PUCT Consumer Hotline toll-free at 1.888.782.8477. Your service should NEVER change without your signature consenting to the change. Once you have requested a service change you should immediately receive a Terms of Service statement. You have three days from the date you receive your Terms of Service document to cancel your switch request.
- How do I cancel my Terms of Service agreement with Texas Power?
- As we explained in the “slamming” section, you do, by law, have the right to cancel your Terms of Service with us within three business days of the date you signed the document. Please contact us within those three days at 1.866.SHINE ON (1.866.744.6366) or by email to: shineon@texaspoweronline.com. We will need your name, address, telephone number and your account number with us. You may also cancel your Terms of Service agreement with us if you are relocating; however, we require a 30 day notice. There will be no additional fees unless you request your meter to be read before the scheduled monthly reading date in which case there will be an administrative fee to cover the unscheduled meter reading. If for any reason, Texas Power changes the Terms of Service agreement from your original agreement, you will be notified with a new agreement and you will have ten business days to terminate your agreement with Texas Power at no penalty.
- What if I can’t pay my bill?
- We want to work with you and we understand there are sometimes
circumstances beyond your control. You do have options with
us and we encourage you to work with us before it becomes necessary
to take termination action on your account. Please contact us
at 1.866.SHINE ON (1.866.744.6366)
or by email to: shineon@texaspoweronline.com
to discuss if you may qualify for Payment
Plans, Average Payment Plan, Bill Payment Assistance, or a Low-Income
Discount. We also want to be sure you are aware of the
assistance programs offered in Texas and listed below are the
names and addresses for you to contact and request further information:
Public Utility Commission of Texas
1701 N. Congress Avenue
PO Box 13326
Austin, TX 78711-3326
888.782.8477
Low-Income Telephone & Electric Utilities Program / LITE UP Texas
1.866.454.8387 - Will you terminate my service if I don’t pay my bill?
- Texas Power will provide you with a termination notice in the event you have not paid your bill. You will have ten (10) days from the date of the termination notice to pay your account balance. If your account balance isn’t paid in full by the date given to you on the termination notice, Texas Power will then disconnect your service. If your account is secured with a deposit, the deposit amount will be credited to your final bill. If your account is disconnected for non-payment, you may be asked to pay an additional deposit and in some instance restoration of power could take up to 48 hours after the past due amount is paid. Texas Power will utilize debt collection agencies, consumer reporting agencies, small claims courts and other remedies allowed by law to collect delinquent payments. You have the right to select another retail electric provider. However, we do want to work with you and we encourage and urge you to contact us in the event you foresee difficulty in paying your bill.
- What if someone living in my home must have electricity for the sake of their health or life?
- Texas Power will give you additional time to pay your
utility bill in the event you have a health or life-threatening
situation in your home. We must be provided with a written notice
from your doctor before the due date of your bill. If we have
a written medical record pertaining to your home in our files
we will take extra steps to assist you in the payment of your
bill. This will in no way relieve you of your obligation to
pay your bill in full and you will need to contact us immediately
to enter into a payment plan with us. If any monthly billing
is not paid in full on the 63rd day from the original due date
we will terminate our agreement with you. Send your doctor's
written notice to:
Texas Power
Customer Care
4025 Woodland Park Blvd, Suite 410
Arlington, TX 76013
or fax a copy to 817.522.0235 - Will Texas Power give my name or private information to other companies?
- By law, we are required not to release, sell or give away your customer-specific information or data without obtaining your authorization. We do have the right, however, to release information to the Public Utility Commission for the purpose of resolving any complaint you may have. We also have the right to release to collection agencies and/or credit reporting agencies information regarding your account if we are in the process of collecting any overdue or unpaid balance.